734 results found
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ticket tabs, close them when a ticket is closed!
when i close a ticket i want the tab to close as well. Anything other than that is stupid and whoever vetoes this ideal needs sin binned.
28 votes -
Automation trigger for new internal comments
This feature request proposes adding a new event trigger to the automation engine that activates whenever a new internal comment is added to a ticket. Currently, automations are largely limited to public updates, but this addition would allow for seamless internal workflows—such as notifying specific team members or updating ticket metadata—based exclusively on private technician notes without alerting the end-user.
12 votes -
Expand the ticket reply window
The default ticket reply window size is not only fixed size but too small, can be difficult to scroll in - can we make it draggable to enlarge or at least 25-30% larger?
6 votesHi,
We wanted to let you know that your idea is currently under review by our product team. We are evaluating its alignment with our product roadmap and its potential benefits to our users.
We appreciate your patience during this process and will update you and the public status of this suggestion once a decision has been made.
Best regards,
The Atera Team
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EDIT TICKETS
Please allow us to edit tickets!!!!! There's no way to fix errors - you have to add it all again - I'm really frustrated with this software and we haven't had it six months. Looking at other options.
7 votes -
Ability to delete within tickets PLEASE!
Users often send things to their tickets that are completely unrelated. The tickets get messy. We need a way to delete information that is sent to tickets please!!!!!!!!!
9 votes -
Ability to turn off ticket tabs
We would like the ability to turn off ticket tabs - we don't find them useful as they are presently.
11 votes -
Ability to Edit
Often we receive out of office replies, large signatures, or extraneous information (like a giant forwarded email string) in tickets. Sometimes, because of how Atera is designed, we put the wrong info in a ticket. We have to have the ability to clean this up. Even if it's an option we can click in Admin we need that option.
It's at the point where I'm ready to look for another helpdesk application.
5 votes -
Move user to another site
I'm unable to move a user to a different site. The AI shows a ridiculously cumbersome solution. Please make this easier. Staff move around.
5 votes -
Manipulate "Approvals" in the built in approval engine within tickets
I'd like to be able to add an approver to a ticket with ticket automation rules.
5 votes -
Please make the ticket reply field resizable
With the new ticket layout, please make the ticket reply field larger, or resizable so we can see more than five lines when replying to a ticket.
2 votes -
Edit and delete comments
Tickets are getting long and messy because we can't edit or delete comments. We're getting out of office replies, long forwarded emails, the occasional mistake when posting to the wrong ticket, and occasional inappropriate comments. Give us the right to control our helpdesk!!!!!!!!!!!
2 votes -
Improve adding Manual Time Entries
In the new UI, entering manual time entries is very laborious.
Having to enter HH:MM:SS and then type AM or PM, twice (start and finish) multiple times per day is very annoying.
It should be in 24-hour format. So we just enter, for example, 11.48 and 13.17, and that’s it. If we don’t enter seconds then these should default to 00 on seconds.
227 votes -
Status Selection on Ticket Creation (Dashboard)
Feature Request
Add a Status dropdown field to the ticket creation form in the Atera RMM dashboard, allowing the technician to set an initial status at the time of ticket creation rather than defaulting all new tickets to "Open."Current Behavior
All tickets created from the dashboard default to "Open" regardless of context. There is no way to set the status during creation — it must be changed as a second step after the ticket is saved.Requested Behavior
When creating a ticket from the dashboard, the technician should be able to select a status from a dropdown at creation…2 votes -
New Tickets page UI - Feedback [Q1, 2026 Feature release]
Hi everyone — we’d love feedback on the new Tickets page UI (the redesigned, configurable table).
What’s new (vs old Tickets page):
- Detailed vs Compact view (Compact = more rows per screen)
- Show/hide columns
- Reorder columns
- Sorting + saved views
- New columns: Approval status, Created date, Last action date, Parent/Child tickets
What we need from you:
- Reply with anything you’ve noticed, but if you can, use this quick format:
1) Your setup
- Detailed or Compact?
- High-volume queue or occasional triage?2) What works
- What’s better than the old page?
- Missing columns?
- Too many clicks?…3 votes -
when replying to a ticket from an email client as the agent, the comment is not added into the ticket.
when replying to a ticket from an email client as the agent, the comment is not added into the ticket.
For instance, emails to helpdesk@domain.com get sent to atera. A helpdesk manager replies to the original email within their email client rather than in atera. Atera does not properly ingest this as a new comment, even though the helpdesk@domain.com was CC'd. Also, when the customer responds to that helpdesk manager email, atera creates a new ticket rather than merging from the original ticket. Freshdesk handled all these scenarios with ease. Atera is frustrating to deal with for ticketing. Much more…3 votes -
Allow us to edit tickets
Please give us the ability to edit tickets.
1 vote -
Pending Till Date
It would be really nice to have the ability to assign a date to a ticket for how long it will pend till. Despite having automations that auto change tickets back to open, sometimes tickets don't require a routine follow up. This would be beneficial for tickets that are more like projects or require a specific date before the next actions could be taken.
1 vote -
Stop changing the interface!
Sick and tired of the constant changes, and always for the worst it seems.
I now have to have the side bar pinned wide, or I get it flashing wide/small/wide/small as I work and move my mouse about.
Used to be able to select then copy the ticket number and title in one easy go.
Then a change and now I need to select it just right to get both, but when pasted it would be over two lines.
Then most recent change and selecting is still a pain but can acheive that, but now pasting is over three lines.
…
1 vote -
newest
the ticket order newest to oldest i dont like at all
1 vote -
Put entries back to the top
Please give us a choice on whether to enter info from the top or bottom of a ticket. It used to be top and I prefer that. Now we're forced to enter from the bottom. Some may like this but we should have a choice.
1 vote
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